Publication - Publication

Building standards verification performance framework: national customer satisfaction survey 2018

Published: 21 Mar 2019

This is an annual survey which provides a summary on performance indicators for each local authority.

75 page PDF

2.5 MB

75 page PDF

2.5 MB

Contents
Building standards verification performance framework: national customer satisfaction survey 2018
2. Achieved Sample and Respondent Profile

75 page PDF

2.5 MB

2. Achieved Sample and Respondent Profile

2.1 Total survey responses

Total survey responses for Scotland (including the national survey response rate) is shown in Table 2.

Table 2 Achieved sample and response rate

A Number of customer email addresses supplied by local authorities to Pye Tait
Consulting This number includes repeat email addresses, i.e. where the same customer's details were supplied by more than one local authority.
16,970
B Of these - number of unique customers invited to participate in the survey:
This number follows a de-duplication of repeat email addresses where supplied by more than one local authority.
13,762
C Total survey responses for Scotland:
Customers attributed their survey responses to a particular local authority and were invited to complete the survey more than once if they wished to provide feedback about more than one local authority.
2,323
D Response rate for Scotland (C as a percentage of B): 16.9%[12]

A breakdown of the achieved sample and response rates by local authority is provided in Table 3.

NB: The response rate for Scotland is not directly comparable with individual local authority response rates. The response rate for Scotland is based on total unique customers on a national level (i.e. following a de-duplication exercise) whereas the response rate for each local authority is based on total email addresses supplied by that local authority.

Table 3 Achieved sample and response rate by local authority

Local authority A: Total email addresses supplied by local authorities to Pye Tait B: Total email addresses that were unique to each local authority C: Actual survey responses attributed to each local authority (self-selected by the customer) D: Response rate: Actual responses attributed to each local authority (C) as a % of total email addresses supplied by that local authority (A)
Aberdeen City 84 43 29 34.5%
Aberdeenshire 1247 1096 198 15.9%
Angus 320 213 49 15.3%
Argyll and Bute 712 550 107 15.0%
City of Edinburgh 2157 1624 354 16.4%
Clackmannanshire 201 113 19 9.5%
Comhairle Nan Eilean Siar 143 130 25 17.5%
Dumfries and Galloway 266 202 60 22.6%
Dundee City 333 226 35 10.5%
East Ayrshire 531 353 53 10.0%
East Dunbartonshire 603 397 63 10.4%
East Lothian 249 405 28 11.2%
East Renfrewshire 198 68 21 10.6%
Falkirk 212 96 26 12.3%
Fife 863 624 128 14.8%
Glasgow City 1290 747 132 10.2%
Highland 1209 960 186 15.4%
Inverclyde 151 83 13 8.6%
Midlothian 63 29 25 39.7%
Moray 774 596 108 14.0%
North Ayrshire 528 327 40 7.6%
North Lanarkshire 1167 951 118 10.1%
Orkney 159 151 40 25.2%
Perth and Kinross 745 540 104 14.0%
Renfrewshire 266 111 39 14.7%
Scottish Borders 216 144 47 21.8%
Shetland 138 129 33 23.9%
South Ayrshire 354 218 41 11.6%
South Lanarkshire 834 529 82 9.8%
Stirling 230 109 33 14.3%
West Dunbartonshire 147 114 26 17.7%
West Lothian 580 366 61 10.5%
Customers of multiple local authorities Included within above 1518 N/A N/A
Total 16970 13762 2323 16.9%*

*The total Scotland response rate is determined by calculating column C as a percentage of B.

2.2 Respondent profile

The majority of customers responding to the survey (64%) were direct applicants for building warrants and/or submitters of completion certificates[13] in the 2017/18 financial year (the period in scope of the survey). Less than half (35%) were agents acting on behalf of applicants, while the remaining 2% fell outside of these categories (Figure 1).

Figure 1 Customer type[14]

Figure 1 Customer type

Among direct applicants, more than half (53%) confirmed that they used an agent to act on their behalf as part of the application process (Figure 2).

Figure 2 Use of an agent (direct applicants/submitters only)

Figure 2 Use of an agent (direct applicants/submitters only)

All customers were asked to state the category (or categories) of work for which they had submitted an application. The majority of customers (68%) had submitted applications for domestic work only, 14% submitted applications for non-domestic work only, and 18% submitted applications for both domestic and non-domestic work.

Direct applicants responding to the survey were primarily domestic customers of the building standards system, whereas agents spanned a greater mix of domestic only, commercial only, and combined (domestic and commercial) customers (Figure 3).

Figure 3 Customer type by category of application

Figure 3 Customer type by category of application

A more detailed breakdown of the categories of building work for which surveyed customers had applied, is shown in Figure 4.

Applications relating to 'Domestic existing build' (either alterations or extensions) account for the majority (55%) of responses.

Figure 4 Categories of building work

Figure 4 Categories of building work

The most common reason why surveyed customers made contact with their local authority building standards service was to prepare an application for a building warrant (Figure 5).

Figure 5 Reasons for making contact with the building standards service

Figure 5 Reasons for making contact with the building standards service


Contact

Email: sarah.waugh@gov.scot